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Exploring Uncertainty with Kent Beck

Unlearn

CHAPTER

Using Technology for Idea Testing and Customer Feedback

This chapter explores how technology is being utilized to test ideas and gather customer feedback. It highlights the case of T-Mobile's CEO, John LeGurg, who embraces customer input through social media to implement improvements within the company, fostering loyalty and displaying vulnerability. The chapter also critiques the reliance on traditional methods like focus groups and advocates for more inclusive decision-making processes.

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